Hilton Garden Inn Clarksville — Hotel in Clarksville

I opted to reserve a room for two nights to stop in Ft Campbell to see my grandchildren. I was 30 minutes before 3pm, which is check in. I was asked to wait until the room (Deluxe double queen room) was cleaned. My husband and I sat for 30 minutes in the eating area of the hotel with our bags. Many people came in and were given their room keys to go on up to their rooms. A 30ish man and a female with him came down and handed their keys back to the lady at the desk and were very upset. Listening as they went out the door, the man on his phone stated this was the most disgusting Hilton Garden Inn he had ever seen. My husband and I exchanged worried looks but chose to wait to see. 30 minutes go by and the lady at the desk still had not said anything to us. I chose to get back in line to get our room keys. The lady at the desk stated that our room still was not ready. I sat back down, now a hour passed check in and we had made plans with our grandchildren. About 4:24 pm the lady at the desk calls me up and states that she had not heard anything from house keeping, here are your keys, go on up as the only thing they should be waiting for were the comforters in the dryer. We took the elevator up and our room was right in front of the opening to the elevators. The door was open to our assigned room and NOTHING was done in the room. No one was in the room, music playing down the hall with women singing loudly to it. I heard the phone ring in one of the rooms, one of the females who had been singing, music now turned down, answered the phone and stated, WELL DAY JUS GONNA HAF TA WAIT! My husband and I went back down to the lobby and explained we would be back later as our room was STILL not ready. Lady at the desk stated she was sorry for the delay and that was a good idea to come back later. Her response was not customer friendly at all. My husband and I canceled our plans with our grandchildren, drove across the street to cracker barrel, took a hour and a half eating dinner and wasting time to make sure our room was ready. We went to our room and we were immediately disgusted. Every surface that had been wiped with a cloth looked like a 2 year old had placed it in the toilet and then wiped at it. The most disrespectful thing that we took pictures of was an apparent glob of seaman on the computer chair. The room smelled like a dirty rag, the bathroom shower had black mold in it and some more sexual secretions on the shower door. The toilet looked like something out of a roadside dive. I took pictures of everything and went down stairs to speak with management. A lady (not the lady who was there earlier) who introduced herself as Amber looked at the pictures, apologized and asked us if we wanted to look at other rooms and see if we wanted to change rooms instead of leaving. My husband looked at a room and felt it was cleaner and in better shape then the room we had reserved. Amber offer to comp one of our nights stay and offered 1500 points. At that time I took the offer and felt like the issue had been resolved. The next morning my husband had gotten up from his side of the bed, closest to the bathroom and stated that the floor was soaking wet. We had not used the shower the evening before. As we were leaving that morning to have breakfast with our grandchildren a new young lady was at the front desk. I explained that the floor was soaking wet in the bedroom area and we had not used the shower. She stated she would have someone look at it, if that was ok. Agreeing and we left for the whole day. We got back that evening and the floor was still soaked. Tired and done with this place we left and will not be back again. It used to be the Hilton of any kind was a really nit quality place to stay at when you needed a hotel room....

I’m going to start this by saying i normally only leave positive reviews. This will not be one. First, we booked online. There was no mention of the hot tub not working. Obviously, not the end of the world because the pool is heated, but I was still disappointed. The bathroom was missing drawers and there was no shampoo in the bathroom. We found a previous guest’s jewelry, garbage under the bed, and there were stains on the sheets. The night staff is the only reason I’m giving the service 2 stars. The gentleman at the front desk that brought us our shampoo was accommodating and kind. We had gotten in late. He answered right away when we called, and brought us the shampoo within 10 minutes. That said, the morning staff that ran the breakfast were very off putting. Maybe it’s a cultural difference, as my family are BIPOCs from the Midwest, but these ladies were very pushy and seemed irritated just by us coming down to the breakfast. Granted, we came down about 30 minutes before breakfast was over, but there was no hot food out at all. My daughter and I weren’t going to complain because again, we came close to the end of breakfast, but the interaction went like this. My daughter and I went to the lobby and asked where the breakfast area was located. The lady instantly informed us that it wasn’t free and we had to pay for it. I said, yes I’m aware because I’m a diamond member, and had already applied the fee to my room. She proceeded to say that all of my room guests needed to pay. And I was like, yes, it’s just my daughter and I. So we’d already payed. When I informed her we were diamond members, the look she gave us was one of disbelief and disdain. Like girl, I know we’re in our pajamas coming down for breakfast. But we are on vacation!! She was very huffy and walked straight to the back without saying anything. Just unnecessarily rude. My daughter was clearly uncomfortable and upset by this interaction because the staff member was blatantly abrasive. I went to see what they had before I grabbed anything, at which point we realized they had no hot food. When we were about to just grab a bowl of cereal, the staff member yelled from the kitchen we’d need to take to go boxes. When neither the Second Lady or the front desk gentleman who both saw the entire encounter stepped in to address this lady’s unprovoked causticity, my daughter and I just turned around and left. We are on our last day of our vacation. I refuse to let someone treat us poorly. I have no desire to have our vacation end on a sour note. Her behavior was in such poor taste that I felt I needed to leave a review. Overall, it was a very bad interaction. But we’re in the south, so I suppose we should have anticipated micro aggressions like that.

Edit: When I went to checkout, I told them that I would not have said anything about the bathroom, the garbage, the jewelry, or the shampoo issues because I understand night crews usually are less staffed, but the interaction was atrocious on top of the other problems we encountered during our stay. Especially to happen in front of my baby like that. The manager was very receptive and apologetic. He said they would be reaching out. I have no interest with taking the complaint any further considering I have no desire to ever return to that Hilton. Just take that into consideration if you are traveling with Black and Brown...

My Fiance and myself stayed here the last 3 nights. We needed a break from our everyday life and work. We looked online and saw they had a nice gym, indoor pool and jacuzzi and laundry services. Perfect for what we needed for our mini vacation. When we arrived, check in went smoothly. Upon opening the door to our room, that is when it all went down hill. The room was beyond out dated. The door lock was missing screws. The AC barely worked and the room was warm. We couldn't believe a Hilton would look like this especially for the cost. Upset and annoyed by the room, we changed to hit the gym. To our surprise, the machines in the gym were broken with a note that said please come see the front desk for another option. Not one machine, but both treadmills were broken (weird). We both run competitively and this just added to our stress. We left the gym and hit the front desk. They gave us passes to a local community gym in Clarksville that was 15 min away (not the benefit of having one in the hotel your staying at). We left the desk and decided to go and soak in the jacuzzi and just de-stress. NOPE. Pool door was locked and closed. The jacuzzi was broken and had no water in it. We asked the staff and they said they had to open the door for customers because they didnt want anyone to mess with the broken jacuzzi. We couldn't believe it. 2 of the 3 amenities we looked for were broken. Unbelievable. We left for dinner and then came back to the hotel. The person below us must have been smoking in their room because the smell traveled up the vent and into our room which now smelled like smoke. This is a Hilton for crying out loud. Beyond annoyed, we just went to sleep. The next morning we went to check out breakfast and we both were in disbelief. $9.99 for a continental breakfast (bagel, fruit, yogurt, juice and cereal). $10 for a breakfast that every hotel offers for free everywhere else. What a joke. We went and grabbed breakfast down the street and came back. Time to do laundry. NOPE. The sign said laundry available on 5th and 3rd floor. We'll, 5th floor room was completely empty. 3rd floor, the dryers were broken. How do you do laundry with broken or missing equipment? That broke us. Everything a Hilton is supposed to have and everything was broken. Truly dont have words to express anymore. We went to one of the house keepers for some toilet paper as our room only had one room and it was almost gone. The house keeper had none on her cart and didnt help get any. She said to go ask the front desk. We asked the front desk and they had none. They said they would have to call someone and they would bring it up. What kind of hotel is this, seriously? We then went to the elevator and selected our 4th floor button, only for the bottom to then fall off. This hotel is by far the worst Hilton I have ever stayed in. I have always loved Hilton and with all of our travels this is were we have stayed. Corporate definitely needs to do a random check on this hotel and hit them on their point schedule so that the owner can start auctioning major issues with their hotel. This is beyond unacceptable. We will never stay at this...